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# Complaints & Appeals

If something has gone wrong, we want to know so we can put it right.

We are committed to a fair, supportive, and high-quality learning experience. If something has gone wrong, or you disagree with an academic decision, we want to know so we can put it right. This page explains how to raise a complaint or appeal, and what you can expect from us.

## The Difference Between a Complaint and an Appeal

- A complaint is when you are dissatisfied with a service, process, or experience — for example, the quality of support, communication, or administration.
- An appeal is a request to review a specific academic decision — for example, an assessment result or a progression decision — on defined grounds.

## Our Principles

- We treat all complaints and appeals fairly, confidentially, and without disadvantage to you for raising them.
- We aim to resolve matters as early and as informally as possible.
- We handle each matter on its merits and communicate clearly at each stage.

## How to Raise a Complaint

Step 1 — Informal resolution. Where possible, raise the issue directly with the relevant faculty member or the WMU admissions/student support team. Many matters can be resolved quickly at this stage.

Step 2 — Formal complaint. If the matter is not resolved informally, submit a formal complaint in writing to the student support team, describing the issue, what you have already done to resolve it, and the outcome you are seeking. You will receive acknowledgement and a response within the timeframe stated in our student policies.

Step 3 — Review. If you are not satisfied with the response, you may request a review by a more senior member of staff, whose decision concludes the internal process.

## How to Submit an Appeal

If you wish to appeal an academic decision, submit your appeal in writing within the timeframe stated in your programme documentation, setting out:

- The decision you are appealing.
- The grounds for your appeal (for example, a procedural irregularity, or evidence not previously available).
- Any supporting evidence.

Appeals are considered by an appropriate academic reviewer or panel who were not responsible for the original decision. You will be informed of the outcome and the reasons for it.

## Timeframes

We aim to acknowledge complaints and appeals promptly and to resolve them within the timeframes set out in our student policies. If a matter is complex and needs longer, we will keep you informed.

## Support

You may ask a fellow student, friend, or adviser to support you through the process. Raising a concern will never disadvantage your standing as a student.

## External Options

If you have exhausted the internal process and remain dissatisfied, you may have external options depending on your location and the nature of the matter. Where applicable, we will provide information about those options at the conclusion of the internal process.

This page forms part of your Enrolment Terms. Specific timeframes and contacts are set out in our student policies. Contact the WMU admissions or student support team to raise a matter.